TfL 91640 Customer Services Framework

TfL are looking to award a number of Framework Agreements to be carried out on behalf of Transport forLondon (TfL) Contact Centres. The Framework Agreements will include contact handling (defined as aninteraction between a customer and a contract centre) and card fulfilment. The first 2 batches of work will bepackaged into 2 call off contracts delivering contacts that relate to ticketing (Oyster and Contactless PaymentCards), with a annual volume of between 2 m and 4 m minutes per year and fulfilment of circa 300 000 Oystercards per year. Note there will be no minimum volumes guarantees in the call off contracts. The intention is forwork to be packaged into small batches and shared across a number of third party suppliers and an internal TfLcontact centre. Future batches of work a likely to be awarded from year 2/3 of the Framework.